Product Support Analyst (11am - 8pm EST)

Bandwidth Inc.; Raleigh (NC); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Medical, Vision & Dental coverage (100

4 weeks PTO

PTO embargo policy

Volunteer PTO

Mahalo moments time off

Workout lunches with nutritionist

Job summary

Bandwidth is seeking a Product Support Analyst to serve as the first point of contact for customers with SMS/MMS issues. You will troubleshoot, monitor deliverability, and assist with NNID provisioning while collaborating with senior team members to improve support efficiency.

This is a second shift role (11am–8pm EST). You will work with carriers and internal teams to resolve complex issues and contribute to features and fixes through feedback and incident management.

Qualifications

• Bachelor’s degree (or higher) in a related field.
• 2+ years of experience in software/telecom support roles.
• Familiarity with SMPP, API, MM4 protocols and basic troubleshooting workflows.

Responsibilities

• Provide technical support for SMS/MMS services and basic troubleshooting.
• Monitor and improve message deliverability and resolve delays or failures.
• Assist in NNID provisioning and related configuration tasks.
• Offer customer support via phone, email, or ticketing system.
• Document issues and resolutions; generate performance reports.

Skills

Analytical Thinking

Multi-Tasking

Problem-solving

Communication & Relationship Building

Education

Bachelor’s degree

Tools

SMPP

API

MM4

Job description

At Bandwidth, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach. The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.

Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful. And as communications shifts to AI, we're the infrastructure layer making it possible.

We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.

We're experts who speak like humans. Ready to build what's next? #JoinTheBand

What We Are Looking For:

A Product Support Analystwill be the first point of contact for customers experiencing technical issues with SMS/MMS services, focusing on basic troubleshooting and query resolution. The role includes assisting in monitoring message deliverability and managing the initial stages of NNID provisioning. You will collaborate closely with senior team members, escalating complex issues and contributing to the overall efficiency of our technical support services.

This is a second shift position, working the hours of 11am - 8pm EST.

What You'll Do:

• Technical Support for SMPP/MM4 Connections: Troubleshoot and resolve issues related to SMPP and MM4 connections, including diagnosing connectivity and protocol issues.
• Message Deliverability Oversight: Monitor and optimize the deliverability of SMS/MMS messages, addressing delays or failures in message transmission.
• Provisioning of NNIDs: Manage the provisioning and configuration of NetNumber IDs (NNIDs) necessary for messaging services.
• Customer Support: Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticking system.
• Documentation and Reporting: Maintain records of technical issues and resolutions; prepare reports on service performance and issues.
• Collaboration with Development Teams: Work with software developers to communicate customer feedback and assist in new features or fixes.
• Learning and Development: Participate in training sessions to improve technical skills.
• Incident Management: Handle incident detection, reporting, and resolution, coordinating with various teams for comprehensive solutions.
• Feedback Collection: Gather customer feedback to improve products and services.

What You Need:

• Education:
  • Bachelor’s degree (or higher)
  • Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field.
• Experience:
  • 2+ years experience in software/telecom support roles
• Knowledge:
  • Telecom Operations: Basic Understanding of SMS/MMS Technologies: Familiarity with the fundamentals of SMS and MMS, including common issues and standard industry practices.
  • Customer Service Skills: Knowledge of customer support principles and techniques, focusing on effective communication and problem-solving.
  • Introductory Technical Skills: Basic knowledge of SMPP, API, and MM4 protocols, with an ability to follow established procedures for troubleshooting and support.
• Skills:
  • Analytical Thinking: Strong ability to analyze complex data, understand, and make data-driven decisions.
  • Multi-Tasking: Excellent capability to manage and prioritize multiple cases and tasks effectively in a dynamic environment.
  • Problem-solving: Skilled in identifying issues, developing solutions, and implementing effective case resolution.
  • Communication and Relationship Building: Effective verbal and written communication skills, with the ability to build and maintain relationships with carriers and internal stakeholders.

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.